Volume 10, Issue 8 - October 2009

Industry Indices 

Satisfaction with Patio Doors and Windows Declines, According to New Study

As economic difficulties lead homeowners to curtail remodeling projects, overall satisfaction among consumers with patio doors and windows has declined in 2009, according to the J.D. Power and Associates 2009 Windows and Patio Doors Satisfaction Study released in August. And these economic difficulties may be the reason that consumers report spending less overall on window projects, are purchasing fewer window and patio door units and installing doors and windows themselves—more frequently than in previous years.

The study, now in its third year, measures satisfaction among consumers who purchased new windows or patio doors based on performance in seven factors (listed in order of importance): operational performance (17 percent); product quality/durability (17 percent); appearance and design features (15 percent); price (14 percent); ordering and delivery (14 percent); warranty (13 percent); and repair and replacement (10 percent).

Overall satisfaction with windows and patio doors has declined to 769 on a 1,000-point scale in 2009, down from 781 in 2008. Satisfaction has decreased in all seven factors examined in the study, with the most notable declines occurring in the warranty, product quality/durability and price factors.

The importance of warranty issues, as well as product quality/durability, appearance and design features, and operational performance factors have increased since 2008. The importance of the price and ordering and delivery factors has declined substantially.

Comparison of Patio Door/Window
Consumer Trends - 2008 vs. 2009

  2008 2009 Difference
Average cost of window projects (including installation and labor) $3,608 $3,094 -$514
Average number of window/patio door units purchased 7.0 units 5.8 units -1.2 units
Percentage of consumers who installed windows/ patio doors themselves 37% 41% +4%

“Consumers have scaled back on remodeling and discretionary projects due to tight credit, declining home values and general economic uncertainty,” says Jim Howland, senior director in the real estate industries practice at J.D. Power and Associates. “Consumers who find it necessary to replace windows or remodel in light of these conditions are much more likely to scrutinize every aspect of their purchase and carry particularly high expectations for products.”

When it came to ranking of the manufacturers, Pella ranks highest among consumers in overall satisfaction with patio doors and windows for a third consecutive year. Achieving a score of 787, Pella performs particularly well in three of seven factors: operational performance; product quality/durability; and appearance and design, according to J.D. Power and Associates. Closely following Pella are Andersen (785) and Milgard (784). Andersen performs particularly well in the ordering and delivery and warranty factors, while Milgard performs well in the price and repair and replacement factors, the survey reports.

The 2009 Windows and Patio Doors Satisfaction Study is based on responses from 2,856 consumers who purchased new windows or patio doors during the previous 12 months. The study was conducted in March and April 2009.

Top Three

Company Score
Pella Corp 787
Andersen 785
Milgard 784
Source: J.D. Power and Associates

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